Category Archives: Contact Center Best Practices

Consumers are Savvy to Scripted Service Encounters

July 19, 2012 – 11:24 am

Scripted calls. We’ve all been there – and oftentimes it’s easy to tell when a call is scripted. I know I’ve been involved in service calls where the agent actually appears to be reading (and more than likely, is reading). I recently came upon an article titled, “New Research Shows Consumers are Savvy to Scripted […]

By Erika Blanchard | Also posted in Concierge, Customer Experience, Customer Relationship Management, Customer Retention | Tagged , , | Comments (1)

Training the Next Generation

June 19, 2012 – 10:45 am

My son is graduating from high school this Saturday and I swear I don’t know how we ended up here, with him all grown up and me wondering where the years went.  Yes, it’s clichéd, but boy, is it a huge dose of reality for me. You’d think that I wouldn’t be surprised when all […]

By Teresa Sinel | Also posted in Management | Tagged , , | Comments (0)

The Art of Listening and Its Impact on the Customer Experience

May 30, 2012 – 9:33 am

“The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer.”  ~ Henry David Thoreau I try to be a good listener.  I really do.  But I am totally guilty of violating (at least) one cardinal rule of good listening.  I start mentally formulating my […]

By Teresa Sinel | Also posted in Brand Experience Management, Voice of the Customer | Tagged , | Comments (3)

Who Cares About Brand Loyalty?

January 17, 2012 – 8:30 am

ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some big increases (Amazon.com, Avon, QVC, Apple, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information about how the marketplace did this season in the eyes of […]

By Teresa Sinel | Also posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Tagged , , , , , , , , , , | Comments (1)

Best of 2011: Concierge, Customer Service and Loyalty

December 29, 2011 – 9:46 am

As 2011 comes to a close, and I look back at some of our most popular content – it is refreshing to see that the focus this year seemed to be on customer service and customer loyalty. For over a decade, VIPdesk has provided highly personalized customer loyalty solutions such as; premium concierge, customer care, […]

By Erika Blanchard | Also posted in Brand Experience Management, Concierge, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Experiential Rewards, Virtual Workforce | Tagged , , , , , , , , , | Comments (1)
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